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How Duolingo uses Decagon

The Duolingo English Test support team uses Decagon's chat product to automatically handle and resolve customer chat inquiries from test-takers. It replaced a previous AI vendor that could not support live chat and required heavy manual maintenance.

ConfirmedVendor case study · Checked Oct 3, 2026
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The use case: how Duolingo deploys Decagon

Duolingo's English Test team uses Decagon's AI chat to automatically handle and resolve test-taker support inquiries. It replaced a prior AI vendor that was hard to maintain and never supported live chat.

In the customer’s words

With this hugely reduced chat volume, it’s made it a lot easier on agents. The setup process was so smooth, and Decagon’s tools are so much easier to use. It’s been a game changer for our team.
Ian Riggins, Senior Operations Manager, Duolingo — Source
With the previous vendor, at least half my week was dedicated to maintaining their system. With Decagon, it’s been a night-and-day difference.
Ian Riggins, Senior Operations Manager, Duolingo — Source, captured Oct 1, 2026

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More stories

Go straight to the source

Based on Decagon’s published case study. We check the public evidence; the results are reported by the vendor.

decagon.ai
Source published
Sep 11, 2026
Last checked
Oct 3, 2026
decagon.aiCaptured Decagon case study about DuolingoOpen source capture
What the story claims, and what we checked

What we compared with the page.

  • The figure: 80%Checked

    The figure is on the page; its label is our wording.

  • The passage quoted aboveChecked

    Copied word for word from the page, near the name of Duolingo.

  • The publication dateChecked

    Read from the page’s own metadata, never guessed.

  • Duolingo uses DecagonChecked

    Confirmed line.

  • The result itselfNot checked

    We quote it; we did not measure it.

80% Chat Deflection: Out the gates, Decagon was able to handle and fully resolve a majority of chat inquiries, dramatically reducing ticket volume.
From the page. decagon.ai